Here are some useful answers to questions we are frequently asked.
Please just contact us if you need any further details or specific arrangements made.
AIRPORT TRANSFER SERVICE
Can I do this myself at the airport or can you arrange?
There are many options for you to choose from:
1. Bus Service
...there is a regular bus service between the airport and Cape Town's Civic Centre in the city center; you will then need to get a taxi from here.
...this requires you to have an account with app on your mobile and data working when you land. You should be able to pick up a sim package at the airport. Being an unregulated taxi service driver skills can vary greatly; they are not allowed to wait at the airport so loiter on the approach road.
3. Airport Taxi Services
...regulated and they have desks as you leave baggage area and as you exit into arrivals hall. As always with any taxi service that is not metered make sure you agree the cost before starting your trip.
4. Pre-booked Airport Transfers
We can of course arrange and pre-book our recommended friendly airport taxi service to meet you with a name board as you come into the arrivals hall just past customs. Their cost includes their reasonable waiting time, for the flight you have confirmed you will be on, and parking. This gives you peace of mind that after a long flight someone will be waiting with a friendly smile when you land.
When you complete our booking form simply fill in your flight details plus number of persons and then we will confirm your airport pickup giving you your drivers contact number. We can also happily arrange your return trip either in advance or when you are already staying with us.
Check-in time is from 14:00 – 17:30 Monday to Friday and 14:00 – 15:00 weekends/public holidays.
For late airport arrivals after 17:30 weekdays and 15:00 weekends/public holidays please arrange for an airport pick-up service with us and your driver will take you directly to your property. Please read "late check-in" for further details.
Journey time can vary depending on direction and rush hours. The standard time is about 30 minutes however week day mornings driving into town can take a lot longer. Please, when leaving to the airport weekday afternoons give yourself at least an hour as again rush hour traffic can take much longer.
Please helpful information on public transport options check out this website.
Do you provide baby cots?
Yes, we can, when available, add a portable baby cot to your property at a nightly rate of R85 with basic mattress sheet and if you are staying longer than 5 days the charge is free from day 6. These cots are suitable up to the age of 18 months.
Check out Baby City for their nearest shop and also online shopping.
BOOKING & PAYMENT PROCESS
How does the booking form work?
When you make a booking you will automatically receive an email with a link to an online booking form. This provides you with the booking summary to check and if necessary request amendments. The form itself simply checks and confirms your contact info. and you just need to provide the full list of guest names, arrival times and optional airport taxi requirements. As you complete these details the form is automatically saved. Should you be missing information you can return to this form, via the link, to finish and then submit. You will automatically receive and email with PDF of your completed form.
The main guest named must be the person staying who will take full responsibility for the booking upon arrival.
Once we receive your completed booking form we will send you 3D Secure payment links, if not paying via SA EFT. If your bank does not work with 3D Secure payments let us know and we will send you a manual credit card authorization booking form.How does the payment process work?
- If booking directly from our website when you make the booking you can securely pay the deposit at the same time. 50% 30 days prior to arrival or 100% if less than 30 days. You will automatically receive an online booking form to complete and we will send you a confirmation email.
- If you have booked via another website then you will automatically receive an online booking form to complete and upon receipt of this we send you a secure payment link so you can make payment for the 1st 50% Rental Deposit.
- 30 days prior to arrival you will receive another payment link for the 2nd 50% Rental Deposit.
- These secure payment gateway links will expire if not paid on time; please email us if this happens and we will of course resend.
- If Rental Deposits are being paid by a 3rd party, who is not the main guest and not staying, then please make sure when you return the booking form you send us the full name and email of this person so the correct details are then sent for the 3D Secure payments.
- The separate refundable Property Security Deposit of R2000.00 is payable by credit card (Visa or Mastercard) or by local South African bank EFT, 7 days prior to check-in by the main guest staying. We will send you a separate secure 3D payment link to make payment; all payments must clear into our account prior to check-in date.
- We please kindly ask that you make payments on time so that you booking is not released.
- Any refunds for International EFT's or Debit Cards will be refunded at the ZAR amount we originally received in our bank account and minus any international bank transfer fees.
Yes, we do have some General Information which covers house polices and useful details to assist you.Do you accept credit cards?
Yes, Visa & Mastercard plus Union Pay.
We use a 3D Secure verified credit card system which enables you to pay by card remotely without giving us your card details.
3D Secure transactions initiates a re-direction from the payment link to the website of your bank to then authorize your payment by requesting your personal code or card pin number. This helps protect against fraudulent card use by unauthorized individuals. You can easily register with your bank if you do not already have this service.
If your bank has yet to use this standard security protocol then please let us know and we will send you a manual credit card authorization form. This manual process requires the credit card holder to be the main guest staying and to have the card present upon check-in. All credit card slips will be available upon check-in to sign and you will be given your customer copies. Important to note we are also legally required by Visa and Master-card to take a signed bank voucher imprint of the card for the total amounts and to keep this bank voucher slip for 180 days. This protects both parties against any card disputes and is a per-requisite if you choose this manual card option.
If Rental Deposits are being paid by a 3rd party, who is not the main guest and not staying, then please make sure when you return the booking form you send us the full name and email of this person so the correct detals are then sent for the 3D Secure payments.
The refundable property security deposit of R2000.00 must be paid by credit card and we do require this at least 7 days prior to check-in.Can I pay by bank transfer?
Absolutely, for national ZAR EFT payments please make sure you use your booking surname, property name you have booked and date of your arrival as reference e.g. SMITH40NAPIER1-1-2025.
We can accept international bank transfers in ZAR however please note any bank fees will be applicable to you and this also applies to refunds.
Any foreign funds that come into South Africa require the receiving bank to send us a BOP (Balance of Payment) form which we then have to complete and send back to the bank for them to be able by law to then clear the funds into our account. Important to note that even if you request your bank to pay all fees our bank still charges a transaction fee (R180+ incl. VAT valid 1-12-2023) irrespective of SWIFT instructions i.e. deducts this from the funds you transfer before allocating to our specific account. Any shortfalls in the final amount we receive will be for your account.
If you are paying by EFT then funds need to have cleared into our account as per our deposit terms; 50% to make a booking and 50% 30 days prior to arrival. We can only confirm a booking once funds have cleared into our bank; please remember to send us your payment confirmation and we can then re-check with our bank.
The property security deposit of R2000.00 must be paid by credit card and we do require this 7 days prior to check-in.
Can you provide and include within the accommodation rate?
All our properties are self-catering, the village has so much to offer in the way of cafes and restaurants plus food shops and are all within a couple minutes walk of our properties, we will happily recommend places to suit all tastes.
What time is check-in?
Weekdays 2pm to 5.30pm and weekends/public holidays 2pm to 3pm.
After these times a late check-in needs to be arranged in advance so we can meet you at reception.
After these times, and if not using our airport transfer service, a late check-in fee of R300 applies.
25th December & 1st Janaury all check-in's are done by our airport transfer service which you will need to book.
If arriving earlier than check-in time, and when reception open, we can store your luggage however we have no changing area or facilities.
What service do you provide?
On short-term, daily rate rentals, we do a standard clean twice a week, during the weekdays. We do not service weekends or public holidays South African Public Holidays.
You can request not to have a cleaning service on a particular day however we still have to access and check the property once a week and for bookings 3 nights or more, during the week.
If the property requires a heavy clean due to extreme usage e.g. large amount of dirty cutlery & cookware or property left in a mess e.g. dirt and rubbish left everywhere e.g. furniture moved etc., then at managements discretion, a R400 heavy cleaning charge will automatically be deducted from the Property Security Deposit. All food waste to please be disposed in sealed bags/containers to prevent smells and insects.What time do you clean?
Our housekeeping staff don’t like to disturb you too early so from 10am till just after 4pm. If you do have a specific time then let us know and we will see if we can assist.
If you do not want to be disturbed on a particular day just let us know; if you choose, we can clean inside on alternate days however as we cannot extend this for longer periods of no cleaning as our owners expect their properties to be looked after.
What South African restrictions are currently in place?
None, the country, as of the 5th April 2022 and after 750 days, lifted the National State of Emergency and dropped all level restrictions. As of the 22nd June the final transitional measures, which included wearing face masks indoors, limiting gathering sizes and border checks including vaccination status have all been dropped.What happens if I can't travel due to COVID-19 government restrictions? Should I cancel my travel plans?
We recommend postponing your trip and for peace of mind we have Temporary Cancellation Terms and Polices in place should government restrictions come into place that prevent travel.
If our flight arrives early can we check-in early?
If the property has not been booked the night before, is already serviced with no maintenance planned then we might be able to do an early check-in from around 1pm however we are sorry in advance if this not possible.
If the property has a guest checking out that same day then the normal 2pm check-in applies; we are happy to store your luggage and give you a call if we can get you in earlier. Unfortunately our reception does not have changing facilities.
Can I invite friends around to the property?
Of course, all properties have additional glasses and crockery so you can entertain a couple of friends. All we ask is that you respect the property and neighbours, make sure there is no smoking inside and keep noise levels down and that there is no more than 2 additional visitors, than guests booked, that must leave before midnight.
Management reserves the right to ask visitors to vacate the property with immediate affect should the terms and conditions not be adhered to. Guests are responsible for their visitors and liable for any costs incurred.
We do not allow parties or events in our properties.
Do you allow more than two people to sleep in a room?
Apart from single bedrooms all bedrooms can only accommodate two persons and we do not add additional portable beds. We unfortunately do not allow three people to sleep in a double bed or allow sleeping on sofas.
EXTRA GUEST SERVICES
What do you offer?
We can provide or help with additional services such as pre-stocked kitchens, property flowers and personal driver offical tour guides for day or half day tours. If you need anything else arranged we will be happy to assist or recommend.
HAIRDRYERS & IRONS
Do you provide?
Yes, every property has at least one hairdryer in the master bedroom. In addition there is also an iron and ironing board.
Can you recommend?
Cape Town has all the major leading international car hire companies which are located at the airport and in the city.
What service do you provide?
As an extra service, and separate to your accommodation rate, we can offer free WiFi data in your property, when available. The minimum data rate for normal usage is 35/25Mbps.
Please note streaming UHD videos require higher bandwith so buffering can occur.
Conditions of use:
- by providing this free extra service we do not guarantee 100% reliability;
- any fault or interruption in service is out of our hands being controlled by third party companies; we cannot be held liable for any WiFi interruptions caused due to a faulty third party service;
- we are not responsible for data speed; the more devices used the slower the speed plus streaming video, gaming and video conferencing etc. will naturally affect access and speed;
- as an extra free service, that is not linked to the accommodation rate, there will be no compensation, discounts, refunds or alternatives offered at the cost to the company should your WiFi not work
For our complete policy click here
How late can I check-in?
We do request, on the booking form you will receive, that you inform us of your approximate arrival time. For all arrivals after 17:30 weekdays and 15:00 weekends & Public Holidays please arrange in advance.
If you are booking an airport transfer with us and arriving after these times then your driver will take you directly to your property.
If you are arriving in your own transport, outside our reception hours, then we will arrange a special late check-in where a member of our staff will meet you at our reception at 40 Napier Street; a fee of R300 per arrival time will be applicable. We will give you our out of hours/emergency mobile contact number to call half an hour in advance of you arrival so you can call to confirm with a more accurate time.
If your plans change at all to the time you have told us on your booking form please let us know in advance during our reception times.
We do ask all guests arriving late, using our airport transfer service, to come to reception the following day for us to take photo-copy(s) of your ID or passport and complete our registration; we can then provide further keys if required plus maps and WiFi details.
Can I leave later than 10:00?
We can only let you know if a late check-out is available the day before departure; this unfortunately cannot be booked in advance.
If we can assist with a late check-out after 10am then a fee applies of R500 (low season 2023) and R700 (high season 2023) and 600 (low season 2024) and R800 (high season 2024) up to 16:00. After this time then a full days rate will apply and be charged.
Do your self-catering properties have a laundry service?
All our properties have their own washing machines, some of this are combination dryers and others have separate dryers. Spar Supermarket is the closest store, and only a few minutes walk from our properties, and here you will find washing powder etc.
Do I need bed linen & towels?
No, don't worry we provide all the standard bedline and towels in the property.
All beds have 100% cotton duvets and fitted sheets with bed blankets and optional flat sheets if required during the hot season. All beds come with micro-fibre continental and standard pillows.
We also provide black beach towels for you to use outside the property and do ask that only these are used outside of the bathrooms.How often are the sheets and towels changed?
In keeping with our water wise programme, to reduce water usage and harmful detergents, we change bed linen every fourth day scheduled with your weekday cleaning service. If you require a shorter period then please let us know.
On your cleaning service day towels that are hanging up mean you intend to use again, towels that are left on the floor are replaced.
How close are you to specific Cape Town locations?
Check-out the area info section which does give a breakdown of key distances to either walk or drive.What’s the location like? De Waterkant Village is a great place to base yourself if you want to be at the heart of the city. It is just below Signal Hill and above the V&A Waterfront, and tucked between the City Centre and Green Point.
MOBILES & SIMS
Can I use my international mobile and purchase a local SIM card?
If you have a cell phone that is a SIM-unlocked (i.e. GSM 900 frequency) you can purchase SIM card packages from mobile shops and supermarkets South African.
Vodacom is the closest company and moble shop to our reception and located in Cape Quarter 2 just above Spar Supermarket.
Is there any?
Cape Town City Council gave notice on the 1st December 2022 that they would extend the current CBD time-limited paid parking plus impliment a new residents permit system at the start of 2023.
Monday to Friday 8am – 5pm
Saturday 8am – 1pm
...after these times no restrictions apply
Down from Waterkant Street towards Somerset Road with council wardens; as sign posted
120 minute maximum parking time
R3.40 per 15mins or part thereof
Cape Quarter Shopping Centre does have secure pay parking as an alternative option
Waterkant Street and upwards to High Level/Main Road
Only one vehcile permit disc is allowed per single residential property. Please note this excludes apartment blocks and complexes that have parking (115 De Waterkant Piazza, 32 Napier Street, Apt.403 and 11 Dixon Street, Apt.405).
At check-in, and only from 2pm, one vehicle permit can be requested:
- Please display clearly inside vehicle on front dashboard, left side
- Permit is only valid for use in De Waterkant where permit signs are located
- Please return permit to reception by 10am on check-out date
- Unfortunately we cannot extend the permit use beyond the check-out time as we require this for contractors and staff prior to next guest check-in
- If permit is damaged or not returned at check-out a new permit will need to be issued by council and the cost will be deducted from your Property Secuirty Deposit; current replacement R1100.00
Fines start from R500 to R1000; higher amounts for repeat offenders and over parking infringements like parking on red lines etc. See Council Traffic Fines for more details.
PARTIES & EVENTS
Do you allow?
All our properties are located in a residential neighbourhood with permanent neighbours close by. We want you to enjoy your stay however we do not allow parties, events, large group gathering. We appreciate your understanding in this matter so that everyone in the area can enjoy a relaxing peaceful time.
Please see our full policy here.
Do you allow?
Sorry, we do not allow pets, of any size, in our properties.
What power sockets and plugs are used in SA?
Until recently the standard socket/plug has been the 15A Type M, 3 round prongs in a triangular formation. New buildings now also have to have Type N (SA & Brasil only) which can also take the standard Europlug 2 pin Type C.
More info click here
You are most welcome to borrow an SA adapter when you check-in which will enable you to plug in most international plugs. Please note South Africa operates on a 230V supply voltage and 50Hz.
Is De Waterkant affected by power cuts?
Our power supply, in the De Waterkant residential part of the village, is on the same circuit as the local hospital so we have not experienced any scheduled outages unlike other areas of Cape Town. This is a map of Cape Town broken down into numbered areas; we fall into area 7.
South Africa's state run electricity company is called Eskom and they do impliment scheduled controlled power shut downs which is known as Load-shedding. They do this to protect the power system from a total blackout due to high demand and not having enough power stations to balance the load across the whole network.
In the unlikely event there is an un-scheduled power cut, due to a city technical fault, it will take time for geyers to re-heat water plus we will need to reset any property timers. We can only apologize for any inconvenience caused however this is out of our conrol and will be affecting large parts of the city.
PROPERTY SECURITY DEPOSIT
What is this and how does it work?
It is international practice in the villa/self-catering industry to charge a Property Security Deposit to pay for any damages or losses in the property.
We require this separate deposit payment of R2000.00 to be made 7 days before arrival.
This deposit (per property) has to be paid by the main guest staying with a Visa or MasterCard credit card, via a 3D Secure payment link which we will send you or via a local South African bank account; if you request to pay via local SA bank we can send you a 3D link. This P.S.D. payment must be paid separate to the accommodation rental making it easier to track and refund.
This separately paid Property Security Deposit will be released in full, if no issues, from our bank within 7 working days from your check-out date. For local SA bank deposit payments you must provide these same bank account details for us to make a refund.
Please note this means your funds will have been released from our-side and left our bank account however the transfer merchant bank, Visa/Mastercard and your bank can take up to a further 7 to 14 working days to clear funds into your account which is standard banking practise. This can take longer for international clients though no longer than 21 working days. Within this total time-frame we unfortunately cannot confirm the exact day you will receive funds. If you have any difficulty in tracking this refund, after this total time frame, please let us know and we will of course contact the merchant bank to confirm payment transfer date details.
For more details please read our full policy on our Property Security Deposit
PROVISIONS & SUPPLIES
How close is the nearest food shop?
Cape Quarter, located between Napier, Jarvis and Dixon Street, has a large Spar supermarket as well as cash machines no more than 5 minutes walk from any property. In addition, in the same centre, there is a Spar Bottle Store (Liquor/Off License) and Clicks Pharmarcy, the main SA chemist branch.
Directly opposit Cape Quarter, on Somerset Road, about 5 minutes walk, there is a 24 hour BP petrol station with cash machines and Pick 'n' Pay Express food & drink store. Please take care using these ATM's.
Along from Cape Quarter, on Somerset Road heading away from the city (left at the church on Napier Street) there is Baby City and FNB Bank. Continue walking another 10 minutes and you reach Green Point where you will find Bootleggers Coffee, Woolworths Food Store, The Butcherman and Giovanni's, the best deli in Cape Town.
The closest post office, travel exchange and more banks are located at the V&A Watefront.
Do you clean on public holidays?
We do not service properties on public holidays; here's a link for South African Public HolidaysIs your reception open on these days?
Our reception is closed on public holidays apart from pre-arranged check-in's; this excludes the 25th December and 1st January.
On the 25th December and 1st January; for all arrivals on these days guests have to use our airport transfer service which will take you directly to your property. If you have your own transport this driver will still meet you at your property and the single person taxis fare will apply. Please see Late Check-in's for further details.
SAFETY & SECURITY
Is it safe?
A question we get asked sometimes, usually because most international first time visitors only have television news knowledge. Cape Town is a large metropolitan city and although you do have areas of poverty right next to wealth you basically should treat the place like any other major city and just use common sense. The same sensible practises apply in our city; do not leave visible valuables in vehicles and always lock windows and doors. Do not let strangers into your property.
The area does have it's own security (GPCID) which patrols on foot and in vehicles 24/7. Contact numbers are available in the property A5 guide.
Cape Town Tourism as put together a useful guide sheet with helpful advise and useful numbers called Travelwise Guide.
Do you allow?
We do not allow smoking or vaping inside any of our properties.
You are welcome to smoke outdoors only and we provide ashtrays; we kindly ask that you dispose of butts and matches safely and cleanly.
What channels and services are available in the property?
All our Cottages & Apartments have their own Netflix account and the DSTV Family package which offers over 75 television.
Unfortunately South African DSTV account holders cannot use their own smart cards in our property decoders. For more information on channels and programming please view DSTV Family.
For sports fans looking for particular matches that might not be available we recommend trying out The Fireman's Arms or Vasco da Gama Taverna, both just down the road and have a great ambience.
All properties have Smart TV's or Smart Boxes which allows you to login into your own streaming accounts like Prime, Disney+, Apple etc. Please do not log out of the property Netflix account; we do ask that you log out of your personal streaming service when you leave.
Standard and HD Streaming services require 3-5Mbps; please note streaming UHD videos require higher bandwith of 25Mbps so buffering can occur.
What is the normal amount and where do I pay it?
At your own discretion but as a guideline - restaurants normally are around 10-12%, long taxis journey's around R10-20, street car beggars (who are not legal so if you want to) no more than R2-5 and house-keeping staff is really up to you.
Closer in the city there are official council parking attendants, during the day, that have machines and these you do have to pay depending on your time that you intend to park and they will come to you. Lastly, in petrol stations it is the norm for you to wait for an attendant to come to your vehicle then they will fill up and also clean you windows and take payment; we recommend giving me R5 tip.
Can you arrange a tour i.e. day trip to the Winelands or Cape Peninsula?
Just let us know what you are looking for and we will happily recommend or arrange. Let us know if you prefer a personal tour guide, or a driver and vehicle or if you are happy to join a small group and we will do the rest or point you in the right direction with recommendations.
Do I need additional paperwork if travelling with children?
As of the 8th November 2019 the Department Home Affairs removed the confusing Un-abridged Birth Certificate requirement for all visitors travelling with children. Only a valid passport is required for foreign minors travelling to South Africa.
Are there currently restrictions?
No, as of the 1st November 2020 the council lifted all restrictions.
Cape Town did experience the worse draught in 100 years for three years up to 2018. The council did impliment water restrictions to help reserve supplies though our taps never ran dry and the council campaigned to make everyone use less water known as "Day Zero" never happened.
Cape Townians during this period learnt to become very water wise and to date still make every effort not to waster water.